First, and foremost, the system will have a simple authentication procedure that will enable support representatives to log in to the system using their password. The system will also have a permissions functionality where sales representatives can only see sales tickets or issues and support representatives can only see support tickets that have not been escalated. Technical support representatives will be able to view escalated tickets as well as support tickets that have not been escalated. However, system admins will have the ability to view all tickets. Secondly, the system will allow for emails to be sent and pulled from an email address. Using the java parse () method, emails will be pulled via POP from an email address and added as customer's correspondence. Emails will be synched in periods of 2 minutes to make sure new responses are added into the system as they are received. A support representative will be able to view this correspondence based on the permissions level and respond appropriately. The response will be sent out via the email address to make sure the client received it.

Thirdly, the system will provide the...

When a ticket is escalated, it is placed in a separate group specifically for escalated tickets. For escalation, the support rep will need to choose a priority level for the ticket based on a 1-5 system with 1 being the highest priority and 5 being the lowest. The company will need to develop standards for each category to make sure all employees are on the same page on this.
The system will allow for support representatives to be able to view the tickets queue and decide what tickets they want to handle and at what time. They will be able to view the customer's contact information and previous correspondence between the client and other support representatives.

References

Cleavenger, D., Gardner, W.L., & Mhatre, K. (2007). Help-Seeking: Testing the Effects of Task Interdependence and Normativeness on Employees Propensity to Seek Help. Journal of Business and Psychology, 21(3), 331-359.

Coyle, R.G. (1999). System Dynamics at Bradford University: A Silver Jubilee Review. The Journal of the Operational Research Society, 50(4), 296-301.